What is the Urgent Treatment Centre (UTC)?

The UTC treats all minor illnesses and injuries requiring immediate care, where patients do not need care in an A&E department. The UTC is not an alternative to your GP Practice, which should usually be contacted first. If you are not currently registered with a GP our reception staff can give you information on how to register with a GP practice.

When will I be seen?

After booking in at reception you are assessed by a nurse and given a priority depending on the seriousness of the illness or injury. Our clinical assessment may suggest that you do not need further treatment at the UTC with your needs being more appropriately met by another service. In this case our staff will redirect you accordingly.

On Thursday 1st November 2018, the urgent care facilities at St Peter’s Hospital will transition from an Urgent Care Centre (UCC) to an Urgent Treatment Centre (UTC). The UTC model is being introduced nationally and we are pleased that St Peter’s Hospital is in the first wave of this rollout.

The UTC will be GP-led and provided by Greenbrook Healthcare on our behalf, who currently operate the Ashford and Woking Walk-in Centres.

Full details will be published on Thursday.

A map of St Peter's showing the UTC opposite our Accident and Emergency department along with other locations you may go for treatment after initial consultation.

You will then be seen by an Emergency Nurse Practitioner (ENP), Emergency Care Practitioner (ECP) or a Doctor for examination and treatment. It is sometimes necessary to refer you on to the Emergency Department or a specialist clinician within St Peter's Hospital or to another hospital.

Waiting times

Waiting times in the UTC can vary depending on the time of day and the number of patients in the department. Weekends and evenings are the busiest times making waits longer.

All patients are seen broadly in order of arrival. However you may see someone who arrived after you being seen before you. This will be for one of the following reasons:

they are an urgent case

they called 111 and following assessment were given an appointment time in the UTC

the clinician that needs to treat your condition has a longer queue than other clinicians treating other conditions (e.g. a young person with an injury is likely to be treated by a different clinician to an elderly person with an illness, and the waiting times can be different).

It is difficult to predict exactly how long you will have to wait, as some patients take longer to assess and treat than others. Please ask the reception staff if you would like an approximate waiting time. Please try not to disturb the streaming nurse whilst they are working.

If you decide to leave without treatment please inform the reception so we can advise you appropriately. We will do our best to see and treat you as quickly as possible, but please be aware that the national waiting time target for UTCs and A&Es is within 4 hours.

Chaperones

If you would like someone to be with you whilst you are being examined please let the receptionist, doctor or nurse know and this will be arranged for you.

What happens if I need care after being seen in the UTC?

Where a further appointment is required, for most conditions this will be done by your GP. In some cases specialist follow up is necessary, for example in Fracture Clinic. Your doctor or nurse will explain any further appointments before you leave the UTC.

Visitors

We understand that attending hospital can be a worrying time and having the support of family or friends may be important to you. However we ask for a maximum of two people accompanying each patient, to avoid over-crowding of the waiting room. Your co-operation with this is much appreciated.

Eating and drinking

All hot drinks must have a lid on for safety reasons. There is a shop and café in the main reception of the hospital, or vending machines in the ED waiting room across the zebra crossing.

If you leave the department please inform the receptionist and return promptly in case you are called quicker than expected.

Your personal information

We collect and hold your personal information in line with current laws and regulations. We will share information with other care professionals directly involved in your ongoing care. For more information please visit www.greenbrook.nhs.uk or ask the receptionist for a copy of our Privacy Policy. If you have concerns about how we share your personal information please raise these with the UTC doctor or nurse who treats you.

If you remain concerned following your consultation

If you remain concerned after you or your child has been seen by the doctor or nurse please ask to speak with the shift lead; they will review your case with you and take any action as appropriate.

Feedback, complaints and compliments

The UTC service is provided by Greenbrook Healthcare.

We welcome your feedback. If you are unhappy with any aspect of your visit please speak to the nurse in charge in the first instance who may be able to resolve your complaint immediately.

Feedback can be made on a 'friends and family' card which is available in the waiting room, or alternatively if you wish to make a complaint or give a compliment please email the Service Manager at This email address is being protected from spambots. You need JavaScript enabled to view it. or alternatively you can write to the following address:

Frequently Asked Questions

1. What are the opening hours?

The UTC at St Peter’s Hospital will be open from 8am – 2am, every day, 365 days a year.

2. What are UTCs?

UTCs are an alternative to A&E for both children and adults.

UTCs provide treatment for minor injuries and illnesses that are urgent but not life threatening.

UTCs are GP-led, open at least 12 hours a day, every day, and are equipped to diagnose and deal with many of the most common ailments people attend A&E for.

3. Which conditions are treated at UTCs?

The UTC treats all minor illnesses and injuries requiring immediate care, where patients do not need care in an A&E department.

4. How can I access the UTC at St Peter’s Hospital?

If you need care urgently the steps below describe what action you should take and the care you will receive.

Call NHS 111 - this is staffed 24 hours a day, 7 days a week by fully trained advisors. They will ask questions to assess your symptoms and depending on your needs they will:

give you self-care advice

connect you to a nurse, GP or emergency dentist

book you a face-to-face appointment (which could be at the UTC)

direct you to the local service that can help you best with your concern (which could be the UTC)

send an ambulance directly, if necessary

If you need to be seen at the UTC, NHS 111 can book you an appointment – helping to avoid long waits that can happen when you just walk-in

You can also ‘walk-in’ to the UTC without an appointment

When you attend the UTC you will be assessed by a nurse upon arrival

After initial assessment you will be directed to the most appropriate service

5. What are the benefits for patients?

The UTC is open from 8am in the morning until 2am at night every day of the week.

If you call NHS 111 and they advise you to be seen at the UTC, an appointment can be booked for you to help avoid long waits.

It will be easier to get the right help in the right place when you need care urgently

6. Why the transition to a UTC?

UTCs are being rolled out nationally, in line with best practice, and St Peter’s Hospital is in the first wave of Trusts to transition over to this new model.

The UTC model aims to standardise a confusing range of options for patients – e.g. walk-in centres, urgent care centres, minor injury units - and simplify the system so patients know where to go and are clear which services are on offer where.